Job Details
The Assistant Vice President of Credit Union Operations is responsible for ensuring the member experience and delivery of services to the members through the leadership of the retail team, which includes branches and contact center teams, to achieve organizational service and sales goals. This position supports the VP of Operations in driving the implementation of our sales and service program, the growth of our products and services, coaching and developing our retail team associates; along with ensuring the retail areas comply with all procedures, policies, and regulations.
Responsibilities:
- Responsible for directing job assignments, monitoring staff performance, coaching, training, and assuring compliance with regulatory requirements and standards of conduct.
- Assist the VP of Operations in monitoring all branch and contact center activities to ensure compliance with established credit union policies and procedures. Monitors and coaches, the Credit Union's sales and service behaviors, ensuring that the member experience provided is consistent with credit union standards.
- Supports the VP of Operations in directing, developing, motivating, and managing the branch and contact center associates. Administers performance evaluations and recommends appropriate personnel actions. Maintains consistent communications with the VP of Operations and other Business Partners as appropriate.
- Ensure retail associates are well-trained in all phases of their respective jobs. Trains associates by modeling our sales and service standards designed to establish strong member relationships.
- Consult members to present products and services that align with members' needs and position the credit union to become the (PFI) Preferred Financial Institution for the member. Process and close loan applications to include Consumer Auto, Visa, and Home Equity applications. Work, monitor, and coach associates on outbound calling campaigns to assist in meeting sales goals.
- Monitors and coaches on quality assurance of new accounts and loans.
- Collaborates and assists with retail supervisors in streamlining operations to ease associates' and new member efforts.
- Works closely with Branch Supervisors to ensure optimal staffing and scheduling to ensure member service is meeting standards.
- Proactively seek solutions that benefit members and the credit union while exhibiting sound and accurate judgment.
- Other duties as assigned.
Qualifications:- Associate or Bachelor's degree in business or related field.
- Minimum 5 years of retail banking experience in progressively responsible roles.
- Experience leading multiple teams.
- Experience collaborating across teams/departments.
- Ability to problem solve quickly.
- Excellent communication and decision-making skills to effectively resolve member and associate issues.
- Time-management skills, balancing team, and individual responsibilities.
- In-depth knowledge of retail operations, which includes knowledge of lending practices.
- Strong Microsoft Office skills.
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This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.
JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, gender expression, mental or physical disability, national origin, marital status, citizenship, military status, genetic information, veteran status, or any other characteristic protected by federal, state, provincial, or local law.
DISABILITY ACCOMMODATIONS If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family's Talent Acquisition department at ...@jmfamily.com for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.